Operator support system, operator support device, and operator support method

Abstract

To support an operator who performs operations for preparing a customer service record to reduce the workload of the operator and improve the quality of the customer service record.SOLUTION: An operator support system instructs a voice recognition section to execute voice recognition processing for converting a call voice between a customer and an operator into text by voice recognition to acquire a voice recognition result, displays a confirmation screen 61 for presenting the voice recognition result to the operator on an operator terminal, instructs a text analysis section to execute item extraction processing for extracting text corresponding to each item of a customer service record from the voice recognition result included in a target range according to operation of the operator who designates the target range for the voice recognition result displayed on the screen to acquire an item extraction result, displays a screen for presenting the item extraction result to the operator on the operator terminal, and instructs a management section to register the item extraction result as a customer service record according to operation of the operator who confirms the displayed item extraction result.SELECTED DRAWING: Figure 7

Description

[Technical Field]

[0001] The present invention relates to an operator support system, an operator support device, and an operator support method for supporting the work of an operator who creates a customer interaction record based on the content of an inquiry made by a customer over the phone. [Background technology]

[0002] In a call center, after an operator has finished answering a customer inquiry by phone, they create a customer interaction record (ticket) in which the customer's inquiry is divided into items according to a predetermined format. Because creating this customer interaction record is time-consuming, it is desirable to support the operator's work and reduce the burden on the operator.

[0003] As a technology for supporting the work of such operators and reducing their burden, a technology has been known that uses AI to extract the customer's business from the voice recognition results of the conversation between the customer and the operator, search for FAQs (questions and their answers) corresponding to the business, and present the found FAQs to the operator (see Patent Document 1). [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Patent No. 6675788 Summary of the Invention [Problem to be solved by the invention]

[0005] With conventional technology, responses corresponding to the customer's needs are presented to the operator, allowing for smooth telephone responses to customer inquiries, and the use of AI can reduce the operator's workload. However, the conventional technology does not take into consideration item extraction, which extracts information corresponding to each item in the customer interaction record from the speech recognition results, and therefore cannot reduce the operator's workload in creating the customer interaction record.

[0006] On the other hand, it is possible to use generation AI to perform item extraction processing, which extracts information corresponding to each item in the customer interaction record from the voice recognition results. However, conversations between customers and operators may include casual conversations or conversations about different topics, and in such cases, the accuracy of the item extraction processing using generation AI may decrease, resulting in a problem of a decrease in the quality of the customer interaction record.

[0007] Therefore, the main object of the present invention is to provide an operator support system, an operator support device, and an operator support method that can support an operator who creates customer interaction records, thereby reducing the operator's workload and improving the quality of the customer interaction records. [Means for solving the problem]

[0008] The operator support system of the present invention , Gu In an operator support system in which one or more processors execute a process for supporting an operator's work of creating a customer interaction record, the processor In response Speech recognition processing converts the voices of customers and operators into text using speech recognition in a given time unit execution To do so Give instructions to the voice recognition unit, The predetermined time unit Obtain the speech recognition results, The voice recognition resultIn response to an operator's operation specifying a target range, the system instructs the text analysis unit to execute an item extraction process to extract a draft of the registration information for each item of the customer interaction record based on the voice recognition results included in the target range, obtains the item extraction results, displays a screen on the operator terminal to present the item extraction results to the operator, and in response to an operator's operation after checking the item extraction results displayed on the screen, instructs the management unit to register the item extraction results as the customer interaction record.

[0009] The operator support device of the present invention is Customer An operator support device in which a processor executes a process for supporting an operator who creates a response record, the processor In response Speech recognition processing converts the voices of customers and operators into text using speech recognition in a given time unit execution To do so Give instructions to the voice recognition unit, The predetermined time unit Obtain the speech recognition results, The voice recognition result In response to an operator's operation specifying a target range, the system instructs the text analysis unit to execute an item extraction process to extract text corresponding to each item of the customer interaction record based on the speech recognition results included in the target range, obtains the item extraction results, instructs the GUI control unit to display a screen on the operator terminal that presents the item extraction results to the operator, and in response to an operator's operation confirming the item extraction results displayed on the screen, instructs the management unit to register the item extraction results as the customer interaction record.

[0010] The operator support method of the present invention is also Customer An operator support method for causing one or more processors to execute a process for supporting an operator's work of creating a customer record, In response Speech recognition processing converts the voices of customers and operators into text using speech recognition in a given time unit execution To do so Give instructions to the voice recognition unit, The predetermined time unit Obtain the speech recognition results, The voice recognition resultIn response to an operator's operation specifying a target range, the text analysis unit is instructed to execute an item extraction process to extract text corresponding to each item of the customer interaction record based on the speech recognition results included in the target range, the item extraction results are obtained, a screen presenting the item extraction results to the operator is displayed on the operator terminal, and in response to an operator's operation confirming the item extraction results displayed on the screen, the management unit is instructed to register the item extraction results as the customer interaction record. [Effects of the Invention]

[0011] According to the present invention, unnecessary parts such as chatter during a call can be excluded from the speech recognition results before the item extraction process is performed, thereby improving the accuracy of the item extraction results with simple operations by the operator. This reduces the operator's workload and improves the quality of the customer interaction records created based on the item extraction results. [Brief explanation of the drawings]

[0012] [Figure 1] Overall configuration of an operator support system according to the present embodiment. [Figure 2] FIG. 1 is a block diagram showing the schematic configuration of a main control unit and a GUI control unit according to the present embodiment. [Figure 3] A sequence diagram showing the procedure of processing performed in the operator support system according to the present embodiment. [Figure 4] A sequence diagram showing the procedure of processing performed in the operator support system according to the present embodiment. [Figure 5] FIG. 10 is an explanatory diagram showing an example of a prompt input to a text analysis unit and an answer output from the text analysis unit according to the present embodiment. [Figure 6] FIG. 10 is an explanatory diagram showing a call screen displayed on an operator terminal according to the embodiment; [Figure 7] FIG. 10 is an explanatory diagram showing a confirmation screen displayed on an operator terminal according to the embodiment; [Figure 8] FIG. 10 is an explanatory diagram showing a confirmation screen displayed on an operator terminal according to the embodiment; [Figure 9] FIG. 10 is an explanatory diagram showing a registration screen displayed on an operator terminal according to the embodiment; [Figure 10] FIG. 10 is an explanatory diagram showing a registration screen displayed on an operator terminal according to the embodiment; [Figure 11] FIG. 10 is an explanatory diagram showing a call screen displayed on an operator terminal according to a first modified example. [Figure 12] FIG. 10 is a sequence diagram showing the procedure of processing performed in the operator support system according to the second modification; [Figure 13] FIG. 10 is an explanatory diagram showing a call screen displayed on an operator terminal according to a second modification; [Figure 14] FIG. 11 is an explanatory diagram showing a call screen displayed on an operator terminal according to a third modified example. [Figure 15] FIG. 11 is an explanatory diagram showing a call screen displayed on an operator terminal according to a fourth modified example. [Figure 16] FIG. 13 is an explanatory diagram showing a call screen displayed on an operator terminal according to a fifth modified example. [Figure 17] FIG. 13 is an explanatory diagram showing a call screen displayed on an operator terminal according to a sixth modified example. [Figure 18] FIG. 13 is a sequence diagram showing the procedure of processing performed in the operator support system according to the sixth modification. [Figure 19] FIG. 13 is an explanatory diagram showing a confirmation screen displayed on an operator terminal according to a seventh modification. [Figure 20] FIG. 13 is a sequence diagram showing the procedure of processing performed in the operator support system according to the seventh modification. DETAILED DESCRIPTION OF THE INVENTION

[0013] The first invention made to solve the above problem is , Gu In an operator support system in which one or more processors execute a process for supporting an operator's work of creating a customer interaction record, the processor In response Speech recognition processing converts the voices of customers and operators into text using speech recognition in a given time unit execution To do so Give instructions to the voice recognition unit, The predetermined time unitObtain the speech recognition results, The voice recognition result In response to an operator's operation specifying a target range, the system instructs the text analysis unit to execute an item extraction process to extract a draft of the registration information for each item of the customer interaction record based on the voice recognition results included in the target range, obtains the item extraction results, displays a screen on the operator terminal to present the item extraction results to the operator, and in response to an operator's operation after checking the item extraction results displayed on the screen, instructs the management unit to register the item extraction results as the customer interaction record.

[0014] This allows the item extraction process to be performed while excluding unnecessary parts such as casual conversations that take place during a call from the speech recognition results, thereby improving the accuracy of the item extraction results with simple operations by the operator. This reduces the operator's workload and improves the quality of the customer interaction records created based on the item extraction results. Furthermore, since the voice recognition process is performed even during a call, it is possible to reduce the waiting time until the voice recognition result including the entire call is presented to the user after the call is ended.

[0017] Also, 2 In the invention, when a single inquiry call includes multiple topics, the processor instructs the text analysis unit to perform the item extraction process for each of the multiple topics in response to an operator's operation to separately select a range related to each of the multiple topics, and obtains the item extraction results for each of the multiple topics.

[0018] With this system, even if a single call inquiry contains multiple topics, the operator can create separate customer interaction records for each of the multiple topics with a simple operation.

[0019] Also, 3 The invention is configured such that the processor displays a screen on the operator terminal that presents the speech recognition result to the operator, and in response to the operator's operation of specifying the target range for the speech recognition result displayed on the screen, instructs the text analysis unit to execute the item extraction process based on the speech recognition result included in the target range, thereby obtaining the item extraction result.

[0020] This allows the operator to visually check the speech recognition results and appropriately specify the target range. The screen on which the operator specifies the target range for the speech recognition results may be a screen displayed after the call ends, or may be a screen displayed during the call.

[0021] Also, 4 The invention is configured such that, in response to an operator's operation to specify the start and end points of the target range during a call, the processor instructs the text analysis unit to execute the item extraction process based on the speech recognition results for the speech included in the target range, and obtains the item extraction results.

[0022] This allows the operator to specify the start and end points of the target range during a call. In this case, an operation unit (e.g., a button) for specifying the start and end points of the target range may be displayed on the screen of the operator terminal, and the operator may specify the start and end points by operating the operation unit.

[0023] Also, 5 The invention is configured such that the processor instructs the call unit to guide the customer to explain the outline of the inquiry before the operator responds, acquires the audio of the inquiry spoken by the customer, instructs the speech recognition unit to perform the speech recognition process on the audio of the inquiry, acquires the text of the inquiry as the speech recognition result, instructs the text analysis unit to analyze the text of the inquiry, acquires tag information and a summary of the inquiry, selects an operator that matches the inquiry based on the tag information, instructs the call unit to connect the customer's call to the selected operator, and displays a screen on the operator terminal that presents the summary to the operator.

[0024] This allows the appropriate operator suited to the content of the customer's inquiry to handle the call, which allows for smooth handling of customer inquiries over the phone and increases customer satisfaction.

[0027] Also, 6 The invention of In an operator support system in which one or more processors execute a process for supporting an operator's work of creating customer interaction records, the processor instructs a speech recognition unit to execute a speech recognition process that converts the speech of a customer and an operator into text by speech recognition, thereby obtaining a speech recognition result; instructs a text analysis unit to execute an item extraction process that extracts a draft of registration information for each item of the customer interaction record based on the speech recognition results included in the target range, in response to an operator's operation to specify a target range for the speech recognition result, thereby obtaining the item extraction result; causes an operator terminal to display a screen that presents the item extraction result to the operator; instructs a management unit to register the item extraction result as the customer interaction record, in response to an operator's operation to confirm the item extraction result displayed on the screen; further, during a call, causes the operator terminal to display a screen that presents the speech recognition result to the operator; instructs the text analysis unit to execute the item extraction process based on the corrected speech recognition result, in response to a user's operation to correct the speech recognition result displayed on the screen, thereby obtaining the item extraction result; When the screen that presents the voice recognition result to the operator transitions to the edit mode in response to a user operation to instruct transition to the edit mode, the screen accepts a user operation to correct the voice recognition result and temporarily stops reflecting the voice recognition result on the screen.

[0028] According to this, Operators can correct inaccurate parts of speech recognition results before the call ends, allowing them to issue early instructions to execute item extraction processing and quickly create customer interaction records. In addition, while an operator is manually correcting a speech recognition result, the corrections made by the operator can be prevented from being overwritten and erased by the next speech recognition result that is output.

[0029] Also, 7 The invention of In an operator support system in which one or more processors execute processes to support the work of an operator who creates customer interaction records, the processor instructs a speech recognition unit to execute a speech recognition process that converts the speech of the customer and the operator into text by speech recognition, obtains a speech recognition result, instructs a text analysis unit to execute an item extraction process that extracts a draft of registration information for each item of the customer interaction record based on the speech recognition result included in the target range in response to an operator's operation to specify a target range for the speech recognition result, obtains the item extraction result, displays a screen on an operator terminal that presents the item extraction result to the operator, and instructs a management unit to register the item extraction result as the customer interaction record in response to an operator's operation after confirming the item extraction result displayed on the screen, and further A screen on which the operator inputs notes during a call is displayed on the operator terminal, the notes input by the operator are acquired, and the text analysis unit is instructed to execute the item extraction process based on the voice recognition result and the notes, thereby acquiring the item extraction result that reflects the contents of the notes.

[0030] This makes it possible to obtain item extraction results that reflect the contents of the memos, thereby improving the quality of customer interaction records that are registered based on the item extraction results.

[0031] Also, 8 The invention of In an operator support system in which one or more processors execute processes to support the work of an operator who creates customer interaction records, the processor instructs a speech recognition unit to execute a speech recognition process that converts the speech of the customer and the operator into text by speech recognition, obtains a speech recognition result, instructs a text analysis unit to execute an item extraction process that extracts a draft of registration information for each item of the customer interaction record based on the speech recognition result included in the target range in response to an operator's operation to specify a target range for the speech recognition result, obtains the item extraction result, displays a screen on an operator terminal that presents the item extraction result to the operator, and instructs a management unit to register the item extraction result as the customer interaction record in response to an operator's operation after confirming the item extraction result displayed on the screen, and further The text analysis unit is instructed to execute a similar case search process to search for past cases similar to the content of the customer's current inquiry, and information on similar cases is obtained as a search result, and the information on the similar cases is displayed on the operator terminal.

[0032] This allows the operator to be presented with past cases similar to the customer's current inquiry, which allows for smoother telephone responses to customer inquiries and increases customer satisfaction.

[0033] Also,9 The invention of In an operator support system in which one or more processors execute processes to support the work of an operator who creates customer interaction records, the processor instructs a speech recognition unit to execute a speech recognition process that converts the speech of the customer and the operator into text by speech recognition, obtains a speech recognition result, instructs a text analysis unit to execute an item extraction process that extracts a draft of registration information for each item of the customer interaction record based on the speech recognition result included in the target range in response to an operator's operation to specify a target range for the speech recognition result, obtains the item extraction result, displays a screen on an operator terminal that presents the item extraction result to the operator, and instructs a management unit to register the item extraction result as the customer interaction record in response to an operator's operation after confirming the item extraction result displayed on the screen, and further The configuration is such that the text analysis unit is instructed to execute a process of proofreading the speech recognition result to obtain a proofread speech recognition result, and the text analysis unit is instructed to execute the item extraction process on the proofread speech recognition result to obtain the item extraction result.

[0034] In this way, the item extraction process is performed based on the calibrated speech recognition results, thereby improving the accuracy of the customer interaction record. Note that the calibration process may be performed in response to an operator's operation to instruct its execution, or may be performed independently of an operator's instruction.

[0035] Also, 10 The invention of , Gu An operator support device in which a processor executes a process for supporting an operator's work of creating a customer interaction record, the processor In response Speech recognition processing converts the voices of customers and operators into text using speech recognition in a given time unit execution To do so Give instructions to the voice recognition unit, The predetermined time unit Obtain the speech recognition results, The voice recognition result In response to an operator's operation specifying a target range, the system instructs the text analysis unit to execute an item extraction process to extract text corresponding to each item of the customer interaction record based on the speech recognition results included in the target range, obtains the item extraction results, instructs the GUI control unit to display a screen on the operator terminal that presents the item extraction results to the operator, and in response to an operator's operation confirming the item extraction results displayed on the screen, instructs the management unit to register the item extraction results as the customer interaction record.

[0036] According to this, as with the first invention, unnecessary parts such as chatter during a call can be excluded from the speech recognition results before the item extraction process is performed, so the accuracy of the item extraction results can be improved with a simple operation by the operator. This reduces the operator's workload and improves the quality of the customer interaction record created based on the item extraction results. Furthermore, since the voice recognition process is performed even during a call, it is possible to reduce the waiting time until the voice recognition result including the entire call is presented to the user after the call is ended.

[0037] Also, 11 The invention of , Gu An operator support method for causing one or more processors to execute a process for supporting an operator's work of creating a customer interaction record, In response Speech recognition processing converts the voices of customers and operators into text using speech recognition in a given time unit execution To do so Give instructions to the voice recognition unit, The predetermined time unit Obtain the speech recognition results, The voice recognition result In response to an operator's operation specifying a target range, the text analysis unit is instructed to execute an item extraction process to extract text corresponding to each item of the customer interaction record based on the speech recognition results included in the target range, the item extraction results are obtained, a screen presenting the item extraction results to the operator is displayed on the operator terminal, and in response to an operator's operation confirming the item extraction results displayed on the screen, the management unit is instructed to register the item extraction results as the customer interaction record.

[0038] According to this, as with the first invention, unnecessary parts such as chatter during a call can be excluded from the speech recognition results before the item extraction process is performed, so the accuracy of the item extraction results can be improved with a simple operation by the operator. This reduces the operator's workload and improves the quality of the customer interaction record created based on the item extraction results. Furthermore, since the voice recognition process is performed even during a call, it is possible to reduce the waiting time until the voice recognition result including the entire call is presented to the user after the call is ended.

[0039] Hereinafter, embodiments of the present invention will be described with reference to the drawings.

[0040] FIG. 1 is a diagram showing the overall configuration of an operator support system according to this embodiment.

[0041] The operator support system supports the work of call center operators who create customer interaction records (tickets) based on the details of customer inquiries made over the phone. Customer interaction records are entries in which the details of customer inquiries are divided into items according to a specified format.

[0042] The operator support system includes a call unit 1, a voice interception unit 2, a main control unit 3 (operator support device), a voice recognition unit 4, a text analysis unit 5, a management unit 6, a GUI control unit 7, and an operator terminal 8.

[0043] The call unit 1 relays the transmission and reception of voice between the telephone 9 used by the customer and the operator terminal 8 used by the operator, and realizes a call between the customer and the operator. The call unit 1 may be realized by a known cloud service, or may be realized by a telephone system in which the functions of a "PBX (main unit)" are built on the cloud and business phone functions can be used over an internet line.

[0044] The voice intercepting unit 2 intercepts (collects) the voice of the call between the customer and the operator made by the call unit 1. The voice intercepting unit 2 may be realized by a known cloud service.

[0045] The voice recognition unit 4 converts the voice of the call acquired by the voice interception unit 2 into text by voice recognition. The voice recognition unit 4 may be realized by a known cloud service.

[0046] The text analysis unit 5 executes an item extraction process on the speech recognition results output from the speech recognition unit 4. In the item extraction process, a generation AI is used to extract character strings that serve as a draft (original plan) of the registration information for each item in the customer interaction record from the speech recognition results. The text analysis unit 5 also executes a summary generation process on the speech recognition results. In the summary generation process, a summary of the inquiry content is generated using the generation AI. The text analysis unit 5 may be realized by a cloud service such as Google Bard (registered trademark), Microsoft Bing AI (registered trademark), or ChatGPT.

[0047] The management unit 6 manages various data such as customer correspondence records using a database. The management unit 6 may be realized, for example, by a tool called a CRM tool that manages contact history with customers, or a general relational database. It may also be realized by a known incident management tool or a cloud service including web server functions.

[0048] The main control unit 3 controls each part of the operator support system, generates registration information for each item of the customer interaction record from the voice of the call between the customer and the operator, and performs the necessary processing to register the registration information in the database of the management unit 6.

[0049] The GUI control unit 7 generates display information (e.g., HTML data) for various screens to be displayed on the operator terminal 8, and displays the various screens on the operator terminal 8. The GUI control unit 7 also acquires operation information corresponding to an operator's operation performed on the operator terminal 8. The GUI control unit 7 may be realized by, for example, a CRM tool or an incident management tool, which is a software package including a web server function, or may be realized by a cloud service including a web server function.

[0050] The operator terminal 8 is configured as a PC, a smartphone, a tablet terminal, etc. The operator terminal 8 includes a display device 11 such as a liquid crystal panel, an input device 12 such as a touch panel, a keyboard, and a mouse, a microphone 13, and a speaker 14. The microphone 13 and the speaker 14 may be headsets.

[0051] At the operator terminal 8, the operator can make a call with the customer using a microphone 13 and a speaker 14. At the operator terminal 8, various screens to be viewed by the operator are displayed on the display device 11 using an application such as a browser, based on display information transmitted from the GUI control unit 7. The operator terminal 8 also detects screen operations performed by the operator using the input device 12, and transmits the operation information to the GUI control unit 7.

[0052] Next, a description will be given of the general configuration of the main control unit 3 and the GUI control unit 7 according to this embodiment. Fig. 2 is a block diagram showing the general configuration of the main control unit 3 and the GUI control unit 7.

[0053] The main control unit 3 includes a communication unit 21, a storage unit 22, and a processor 23.

[0054] The communication unit 21 communicates with the voice interception unit 2, the voice recognition unit 4, the text analysis unit 5, the management unit 6, and the GUI control unit 7.

[0055] The storage unit 22 stores programs executed by the processor 23 and the like.

[0056] The processor 23 performs various processes by executing programs stored in the storage unit 22. In this embodiment, the processor 23 performs processes such as voice recognition control, item extraction control, and screen control.

[0057] In the voice recognition control process, the processor 23 instructs the voice recognition unit 4 to execute a voice recognition process for converting the voice of a call between a customer and an operator into text by voice recognition, and obtains the voice recognition result.

[0058] In the item extraction control process, the processor 23 instructs the text analysis unit 5 to execute an item extraction process that uses a generation AI to extract a draft (original plan) of registration information for each item of the customer interaction record based on the speech recognition results, and obtains the item extraction results.

[0059] In the screen control processing, the processor 23 instructs the GUI control unit 7 to display on the operator terminal 8 a call screen 51 (see Figure 6) that presents the operator with the voice recognition results of the call voice during the call, a confirmation screen 61 (see Figures 7 and 8) that allows the operator to confirm the voice recognition results after the call ends, and a registration screen 71 (see Figures 9 and 10) that allows the operator to register each item in the customer interaction record.

[0060] The GUI control unit 7 includes a communication unit 31, a storage unit 32, and a processor 33.

[0061] The communication unit 31 communicates with the main control unit 3 .

[0062] The storage unit 32 stores programs executed by the processor 33 and the like.

[0063] The processor 33 performs various processes by executing programs stored in the storage unit 32. In this embodiment, the processor 33 performs processes such as generating screen information and acquiring operation information.

[0064] In the screen information generation process, the processor 33 generates display information for the screen to be displayed on the operator terminal 8. In this embodiment, the display information for the call screen 51 (see FIG. 6), the confirmation screen 61 (see FIGS. 7 and 8), and the registration screen 71 (see FIGS. 9 and 10) is generated.

[0065] In the operation information acquisition process, the processor 33 acquires operation information generated by detecting an operation by the operator at the operator terminal 8.

[0066] Next, the procedure of the process performed in the operator support system according to this embodiment will be described. Figures 3 and 4 are sequence diagrams showing the procedure of the process performed in the operator support system.

[0067] First, the GUI control unit 7 displays a login screen on the operator terminal 8. The operator performs a login operation on the operator terminal 8, and when the login is successful, the GUI control unit 7 displays a call screen 51 (see FIG. 6) on the operator terminal 8. At this time, login information such as the operator ID is transmitted to the main control unit 3, and further transmitted to the management unit 6 and registered in the database.

[0068] Next, when the call unit 1 detects an incoming call from a customer making an inquiry, it assigns a contact ID to the incoming call and transmits the contact ID, the customer's telephone number, and the operator ID to the main control unit 3. Next, the main control unit 3 transmits the contact ID, telephone number, and operator ID to the management unit 6. Next, the management unit 6 registers the contact ID, telephone number, and operator ID in a database.

[0069] When the call unit 1 detects an incoming call from a customer making an inquiry and the contact ID, the customer's telephone number, and the operator ID are registered in the database of the management unit 6, a new customer interaction record (ticket) may be registered. In this case, items other than the contact ID, telephone number, and operator ID may be left blank, and items related to these items, such as the store name item that is apparent from the customer's telephone number and the operator name item that is apparent from the operator ID, may be registered.

[0070] Furthermore, when a new customer interaction record (ticket) is registered in the management unit 6, the operator may be notified of this. Specifically, when the main control unit 3 receives a response from the management unit 6 indicating that the new customer interaction record has been successfully registered, the main control unit 3 may request external software to send a notification indicating that the new customer interaction record has been registered to the operator's contact information (operator terminal 8) associated with the operator ID. Examples of this external software include email and communication tools with business chat functions.

[0071] The notification that a new customer interaction record has been registered may also include access information for displaying a customer interaction record viewing screen on the operator terminal 8. An example of the access information is a URL. The operator can view the contents of the newly registered customer interaction record by performing an operation to open the customer interaction record viewing screen on the operator terminal 8.

[0072] Next, when a call between the customer and the operator is initiated in the call unit 1, the voice interception unit 2 collects the voice of the call from the call unit 1. Next, the voice recognition unit 4 converts the voice of the call into text through voice recognition, and transmits the voice recognition result to the main control unit 3. Next, the main control unit 3 transmits the voice recognition result to the GUI control unit 7. Next, the GUI control unit 7 displays the voice recognition result on the call screen 51. At this time, voice recognition is performed on the voice of the call in units of a predetermined time (for example, 30 seconds), and the voice recognition results for the predetermined time units are displayed sequentially on the call screen 51.

[0073] Next, when the call unit 1 detects the end of the call between the customer and the operator (hang up), it notifies the main control unit 3 of the end of the call. Next, the main control unit 3 instructs the GUI control unit 7 to transition to a confirmation screen 61 (see FIGS. 7 and 8), and the GUI control unit 7 causes the operator terminal 8 to display the confirmation screen 61.

[0074] Next, as shown in Fig. 4, when the operator specifies the target range of the item extraction process on the confirmation screen 61 displayed on the operator terminal 8 and performs an operation to instruct execution of the item extraction process, the GUI control unit 7 sends an instruction to execute the item extraction process to the main control unit 3. At this time, information on the target range specified by the operator is also sent to the main control unit 3. Next, the main control unit 3 instructs the GUI control unit 7 to transition to a registration screen 71 (see Figs. 9 and 10), and the GUI control unit 7 causes the operator terminal 8 to display the registration screen 71.

[0075] Next, the main control unit 3 acquires the customer number and customer name based on the customer's telephone number, and transmits the customer number and customer name to the GUI control unit 7. Next, the GUI control unit 7 causes the registration screen 71 to display the customer number and customer name.

[0076] The main control unit 3 also sends a prompt to the text analysis unit 5 instructing it to execute item extraction processing. At this time, the speech recognition results included in the target range of the item extraction processing are extracted, and the speech recognition results included in the target range are added to the prompt. Next, the text analysis unit 5 performs item extraction processing based on the speech recognition results included in the target range, and sends the item-by-item extraction results to the main control unit 3. Next, the main control unit 3 sends the item extraction results to the GUI control unit 7. Next, the GUI control unit 7 reflects the item extraction results on the registration screen 71.

[0077] Next, when the operator performs an operation to instruct registration on the registration screen 71 displayed on the operator terminal 8, the GUI control unit 7 transmits a registration instruction to the main control unit 3. Next, the main control unit 3 transmits the item extraction results to the management unit 6 as registration information. Next, the management unit 6 registers the item extraction results in the database as registration information. At this time, if the operator performs an operation on the operator terminal 8 to modify the item extraction results displayed on the registration screen 71, the modified item extraction results are transmitted to the management unit 6 as registration information and registered in the database.

[0078] Next, a description will be given of the prompts input to the text analysis unit 5 according to this embodiment and the answers output from the text analysis unit 5. Fig. 5 is an explanatory diagram showing an example of a prompt and its answer.

[0079] The main control unit 3 instructs the text analysis unit 5 to execute an item extraction process based on the speech recognition result output from the speech recognition unit 4. At this time, for example, a prompt (instruction sentence) as shown in Fig. 5(A) is generated by the main control unit 3, the prompt is input to the text analysis unit 5, and the answer shown in Fig. 5(B) is output from the text analysis unit 5.

[0080] In the example shown in Fig. 5(A), the prompt contains questions about the customer representative, reception category, device causing the problem, inquiry content, failure content, power indicator, recovery possibility, recovery method, and result summary. In response to this prompt, a response containing the item extraction results for each item specified in the prompt is output, as shown in Fig. 5(B).

[0081] 5(A) is a prompt related to the first of two topics included in one call, and the speech recognition result related to the first topic specified by the operator on the confirmation screen 61 (see FIG. 7) is added to the prompt. Regarding the second topic, a prompt is generated separately and input to the text analysis unit 5.

[0082] Next, a call screen 51 displayed on the operator terminal 8 according to this embodiment will be described. FIG.

[0083] When login is successful, a call screen 51 shown in Fig. 6 is displayed on the operator terminal 8. A call start button 52 is provided on the call screen 51. When the operator is notified of an incoming call with an inquiry from a customer and operates the call start button 52, a call between the customer and the operator begins. When the call between the customer and the operator begins, a voice recognition process is performed by the voice recognition unit 4 to convert the voice of the call into text.

[0084] The call screen 51 is also provided with a voice recognition result display unit 53. The voice recognition result display unit 53 displays the voice recognition result output from the voice recognition unit 4. In this embodiment, voice recognition is performed on the voice of the call in predetermined time units, and the voice recognition results for the predetermined time units are displayed sequentially on the call screen 51. As a result, the status of voice recognition in the voice recognition unit 4 is displayed on the call screen 51, allowing the operator to confirm that the voice recognition process is being performed normally.

[0085] Next, a confirmation screen 61 displayed on the operator terminal 8 according to this embodiment will be described.

[0086] When the call between the customer and the operator ends, the operator terminal 8 displays a confirmation screen 61 shown in FIG. 7. The confirmation screen 61 is provided with a voice recognition result display section 62, similar to the call screen 51 (see FIG. 6). The voice recognition result display section 62 displays the entire text of the voice recognition result output from the voice recognition section 4. The operator can check whether the voice recognition result is appropriate by viewing the confirmation screen 61.

[0087] Furthermore, the operator can specify the target range of the item extraction process for the speech recognition result by performing a predetermined operation (for example, a drag operation) on the speech recognition result display unit 62. In the example shown in Fig. 7, the target range is specified so as to include the portion of the conversation related to the customer representative, but since the customer representative is manually entered by the operator, the target range may be specified excluding the portion of the conversation related to the customer representative.

[0088] The confirmation screen 61 also has an item extraction button 63. When the operator operates the item extraction button 63, the text analysis unit 5 executes an item extraction process for the speech recognition results displayed on the confirmation screen 61 that fall within the target range specified by the operator.

[0089] When responding to a customer inquiry over the phone, the conversation may change to another topic midway through the call, and multiple topics may be included in a single inquiry call. In this case, separate customer interaction records are created for each of the multiple topics. First, the range of speech recognition results related to each of the multiple topics is selected separately, and item extraction processing for each of the multiple topics is executed separately in the text analysis unit 5, thereby obtaining item extraction results for each of the multiple topics.

[0090] In the examples shown in Figures 7 and 8, two topics are included in one call, and the ranges related to each topic are selected twice. In the example shown in Figure 7, the range related to the first of the two topics is selected. In the example shown in Figure 8, the range related to the second of the two topics is selected.

[0091] As described above, in this embodiment, the operator can specify the required range from the speech recognition result, so that unnecessary parts of the speech recognition result, such as casual conversation, can be excluded from the target range of the item extraction process, and the accuracy of the item extraction result can be improved with a simple operation by the operator. Furthermore, when a single inquiry call contains multiple topics, the different topics contained in the speech recognition result can be separated, so that separate customer interaction records for each of the multiple topics can be created with a simple operation by the operator. Furthermore, because the number of characters in the speech recognition result is reduced, the load on the text analysis unit 5 can be reduced and the waiting time until the item extraction result is output can be shortened.

[0092] In the examples shown in Figures 7 and 8, the operator specifies the target range of the item extraction process on the confirmation screen 61 that is displayed after the call ends, but it is also possible to allow the operator to specify the target range of the item extraction process on the call screen 51 (see Figure 6) that is displayed during the call.

[0093] Furthermore, in this embodiment, when a single inquiry call includes multiple topics, the operator selects the range of the speech recognition results for each of the multiple topics separately, and item extraction processing for each of the multiple topics is performed separately, but the processing for extracting the range for each of the multiple topics from the speech recognition results for a single inquiry call may also be performed using a generation AI in the text analysis unit 5.

[0094] In the examples shown in FIGS. 7 and 8, a continuous string of characters is specified as the target range for the item extraction process in the speech recognition result display section 62 of the confirmation screen 61, but a discontinuous string of characters may also be specified.

[0095] Next, a description will be given of the registration screen 71 displayed on the operator terminal 8 according to this embodiment.

[0096] When the operator operates the item extraction button 63 on the confirmation screen 61 (see Figures 7 and 8), the text analysis unit 5 is instructed to execute the item extraction process, and when the item extraction results are output, the registration screen 71 shown in Figures 9 and 10 is displayed on the operator terminal 8 based on the item extraction results.

[0097] The registration screen 71 has input fields 72, 73, and 74 for each item of the customer response record, specifically, the operator ID, customer number, customer name, customer representative, reception category, causing device, inquiry content, fault content, power lamp, recovery possibility, recovery method, and result summary.

[0098] The operator ID input field 72 displays in advance the operator ID that the operator entered when logging in. Note that in the input field 72, the operator can manually correct the displayed character string using the input device 12.

[0099] The customer number and customer name calculated from the customer's telephone number are pre-displayed in the input fields 73 for the customer number and customer name. Note that the operator can manually correct the displayed character strings in the input fields 73 using the input device 12.

[0100] The item extraction results output from the text analysis unit 5 are reflected in the input fields 74 for each of the items: customer representative, reception category, causing device, inquiry content, failure content, power lamp, recovery possibility, recovery method, and result summary. The item extraction results serve as a draft (original plan) of the registration information for each item in the customer interaction record, and if the item extraction results are inappropriate, the operator can make corrections in the input fields 74. Note that text (summary) is entered in the input fields 74 for each of the items: inquiry content, failure content, recovery method, and result summary.

[0101] Furthermore, the operator can correct any typos that occur during voice recognition in the input field 74. In this case, the correction of the typos is automatically reflected in the voice recognition results registered in the database in the management unit 6.

[0102] The registration screen 71 is provided with a registration button 75. When the operator operates the registration button 75, the character strings displayed in the input fields 72, 73, and 74 for each item on the registration screen 71 are registered as registration information for each item of the customer interaction record.

[0103] If multiple topics are included in a single inquiry call, one customer interaction record (ticket) is created for each topic. In this case, the operator specifies a range corresponding to each of the multiple topics as the target range for item extraction, and a separate registration screen 71 is displayed for each topic, and a separate customer interaction record is created for each topic.

[0104] The example shown in Fig. 9 is a case where a range related to the first of two topics is selected as the target range for the item extraction process on the confirmation screen 61 as shown in Fig. 7. The example shown in Fig. 10 is a case where a range related to the second of two topics is selected as the target range for the item extraction process on the confirmation screen 61 as shown in Fig. 8.

[0105] Furthermore, when the target range of the item extraction process is specified for each topic from the speech recognition results for one inquiry call and a registration screen 71 is displayed for each topic, a tab 76 for each topic is displayed on the confirmation screen 61. The operator can switch between the registration screens 71 for each topic by operating the tabs 76. Note that the characters displayed on the tabs 76 (tab titles) may also be extracted from the speech recognition results using a generation AI in the text analysis unit 5.

[0106] The main control unit 3 may identify a location (e.g., a store) related to the inquiry based on the customer's telephone number, identify equipment previously delivered to that location, i.e., the equipment that is the subject of the inquiry, and select a dictionary to be used for voice recognition depending on the type of the target equipment. This allows a dictionary specialized for the target equipment to be used, thereby improving the accuracy of the voice recognition results. Furthermore, the prompt (instruction sentence) used to instruct the text analysis unit 5 to execute item extraction processing using the generation AI may be changed depending on the type of target equipment. This improves the accuracy of the item extraction results.

[0107] (First Modification) Next, a first modified example will be described. Note that points not particularly mentioned here are the same as those in the above embodiment. Fig. 11 is an explanatory diagram showing a call screen 51 displayed on an operator terminal 8 according to the first modified example.

[0108] In this modification, the operator can specify the target range of the item extraction process for the voice of the call with the customer while the operator is talking to the customer.

[0109] In this modification, when login is successful, a call screen 81 shown in Fig. 11 is displayed on the operator terminal 8. The call screen 81 is provided with a call start button 82, a start time button 83, an end time button 84, and an item extraction button 85.

[0110] When the operator operates the call start button 82, a call between the customer and the operator is started.

[0111] When the operator operates the start button 83, the time of operation is set as the start point of the target range of the item extraction process. When the operator operates the end button 84, the time of operation is set as the end point of the target range of the item extraction process.

[0112] When the operator operates the item extraction button 85, speech recognition of the call voice included in the target range is performed by the speech recognition unit 4, and item extraction processing based on the speech recognition results is performed by the text analysis unit 5. When the inquiry conversation ends and casual conversation begins, the operator can operate the item extraction button 85 to instruct the execution of item extraction processing even if the call has not ended.

[0113] Also, unlike the call screen 51 (see FIG. 6) in the above embodiment, the call screen 81 in this modification does not display the voice recognition result, but the voice recognition result may also be displayed on the call screen 81. Also, in this modification, a screen equivalent to the confirmation screen 61 (see FIGS. 7 and 8) in the above embodiment is not displayed, but a confirmation screen may be displayed so that the operator can check the voice recognition result.

[0114] (Second Modification) Next, a second modified example will be described. Note that points not particularly mentioned here are the same as those in the above embodiment. Fig. 12 is a sequence diagram showing the procedure of processing performed in the operator support system according to the second modified example. Fig. 13 is an explanatory diagram showing a call screen 51 displayed on the operator terminal 8 according to the second modified example.

[0115] In this modification, the main control unit 3 selects an appropriate operator depending on the customer making the inquiry and the content of the inquiry, and instructs the operator to handle the call. First, when an incoming call from a customer is detected, an automated voice guide prompts the customer to explain the outline of the inquiry before assigning the call to an operator, and acquires the voice of the inquiry spoken by the customer. Next, speech recognition is performed on the voice of the inquiry content to acquire the text of the inquiry content. Next, a generation AI is used to acquire the information necessary to select an operator from the text of the inquiry content, and an operator who can appropriately handle the customer's inquiry is determined.

[0116] Specifically, as shown in FIG. 12, similar to the above embodiment, when the call unit 1 detects an incoming call from a customer making an inquiry, the contact ID, the customer's telephone number, and the operator ID are sent to the management unit 6 via the main control unit 3 and registered in the database.

[0117] Next, the call unit 1 provides automated voice guidance. Specifically, a voice guidance is output that prompts the customer to explain the outline of their inquiry. For example, a voice guidance saying, "Please tell us your problem" is output in a synthesized voice. The customer speaks the outline of their inquiry in response to the voice guidance. At this time, the voice intercepting unit 2 collects the voice of the inquiry spoken by the customer and transmits the voice of the inquiry to the main control unit 3. Next, the main control unit 3 transmits the voice of the inquiry to the voice recognition unit 4. Next, the voice recognition unit 4 converts the voice of the inquiry into text using voice recognition, and transmits the voice recognition result (text of the inquiry) to the main control unit 3.

[0118] Next, the main control unit 3 sends a prompt instructing tagging and summary generation to the text analysis unit 5. The prompt is accompanied by a speech recognition result for the voice of the query content (text of the query content).

[0119] Next, the text analysis unit 5 uses the generation AI to obtain tag information (inquiry attribute information) that identifies the inquiry content from the speech recognition result (inquiry content text) (tagging process). The tag information is information necessary to determine an operator who can appropriately respond to the customer's inquiry, and may be, for example, a keyword that succinctly describes the customer who made the inquiry or the nature of the problem. Furthermore, the text analysis unit 5 uses the generation AI to generate a summary of the inquiry content from the speech recognition result (inquiry content text) (summary generation process). Next, the text analysis unit 5 sends the tag information and summary to the main control unit 3.

[0120] Next, the main control unit 3 selects an operator that matches the inquiry content based on the tag information (responder selection process) and sends the operator selection information to the call unit 1. At this time, the main control unit 3 obtains association information that associates the tag information with the operator from the management unit 6, and selects an operator from the tag information using the association information. The association information is set based on the area in which the operator specializes, the customers the operator is responsible for, etc.

[0121] Next, the call unit 1 performs processing to connect the customer's call to the selected operator. Furthermore, the main control unit 3 transmits a summary of the inquiry to the GUI control unit 7. Next, the GUI control unit 7 displays the summary of the inquiry on the call screen 51. As shown in FIG. 13, the call screen 51 is provided with an inquiry content display field 59. The inquiry content display field 59 displays the summary of the inquiry.

[0122] Next, a call between the customer and the operator is initiated in the call unit 1. The subsequent steps are the same as in the previous embodiment.

[0123] In this way, in this modified example, the operator who can properly respond to the customer's inquiry can be assigned to answer the phone, so the phone call to the customer's inquiry proceeds smoothly. Also, because a summary of the inquiry is presented to the operator, the operator does not have to explain the outline of the inquiry to the customer again when they start answering the phone. This increases customer satisfaction.

[0124] (Third Modification) Next, a third modified example will be described. It should be noted that the points not particularly mentioned here are the same as those in the above-described embodiment. Fig. 14 is an explanatory diagram showing a call screen 51 displayed on an operator terminal 8 according to the third modified example.

[0125] In this modification, the operator can edit the speech recognition result displayed on the operator terminal 8. The text analysis unit 5 performs the item extraction process based on the edited speech recognition result.

[0126] In this modification, a call screen 51 shown in Fig. 14 is displayed on the operator terminal 8. An edit button 54 is provided on the call screen 51. When the operator operates the edit button 54, the mode shifts to edit mode.

[0127] In the edit mode, the operator can manually correct the speech recognition result displayed on the speech recognition result display unit 53 using the input device 12. Also, in the edit mode, the reflection of new speech recognition results on the call screen 51 is temporarily stopped. That is, only the speech recognition results reflected on the call screen 51 before switching to the edit mode are displayed on the call screen 51, and speech recognition results output from the speech recognition unit 4 after switching to the edit mode are not reflected on the call screen 51.

[0128] When the operator has finished editing, he or she can cancel the edit mode by again operating the edit button 54. When the edit mode is canceled, the voice recognition results that had been stopped from being reflected on the call screen 51 up until that point are reflected on the call screen 51, and the voice recognition results output from the voice recognition unit 4 after the edit mode is canceled are also reflected on the call screen 51 in sequence.

[0129] In this way, in this modification, when the edit mode is entered in response to an operation by the operator, the reflection of the voice recognition result on the call screen 51 is temporarily stopped, and when the edit operation is completed and the edit mode is released, the reflection of the voice recognition result on the call screen 51 is resumed. This makes it possible to prevent the parts that the operator has manually corrected during an edit operation on the voice recognition result from being overwritten by the next voice recognition result.

[0130] (Fourth Modification) Next, a fourth modified example will be described. Note that the points not specifically mentioned here are the same as those in the above-described embodiment. Fig. 15 is an explanatory diagram showing a call screen 51 displayed on an operator terminal 8 according to the fourth modified example.

[0131] 15 is displayed on the operator terminal 8. In the voice recognition result display section 53 of the call screen 51, a delimiter mark 55 is displayed.

[0132] In this modified example, similarly to the above embodiment, speech recognition is performed on the voice of a call in predetermined time intervals (e.g., 30 seconds), and the speech recognition results for the predetermined time intervals are sequentially displayed in the speech recognition result display area 53 of the call screen 51. At this time, a delimiter mark 55 is inserted each time a speech recognition result for the predetermined time interval is displayed. That is, the next speech recognition result output for the predetermined time interval is added after the delimiter mark 55. The speech recognition results are confirmed within the range separated by the delimiter mark 55. On the other hand, the speech recognition results added after the delimiter mark 55 are unconfirmed, and speech recognition results are added one after another as the speech recognition process progresses.

[0133] The operator can freely edit the speech recognition result in the range delimited by the delimiter mark 55, i.e., in the range where the speech recognition result has been finalized. The operator can also identify the range where the speech recognition result has been finalized by the delimiter mark 55. This allows the operator to manually correct the speech recognition result for the finalized range before the delimiter mark 55 using the input device 12, and it is possible to prevent the portion of the speech recognition result manually input by the operator from being overwritten by the speech recognition result.

[0134] In this modification, delimiter marks 55 are inserted to distinguish between ranges of the speech recognition results for a predetermined time unit that are sequentially displayed on the speech recognition result display section 53 of the call screen 51, but since it is only necessary to distinguish between a range of confirmed speech recognition results and a range of unconfirmed speech recognition results, it is also possible to delete the previous delimiter marks 55, leaving only the most recent delimiter mark 55. Also, it is possible to distinguish between a range of confirmed speech recognition results and a range of unconfirmed speech recognition results by changing the display format of the characters of the speech recognition results (character color, character modifications such as italics, etc.) or by changing the display format of the background of the characters of the speech recognition results (color, pattern, etc.).

[0135] (Fifth Modification) Next, a fifth modified example will be described. Note that points not particularly mentioned here are the same as those in the above embodiment. Fig. 16 is an explanatory diagram showing a call screen 51 displayed on an operator terminal 8 according to the fifth modified example.

[0136] In this modified example, a call screen 51 shown in Fig. 16 is displayed on the operator terminal 8. The call screen 51 is provided with a memo input field 56. During a call, the operator can input a phrase or sentence that expresses content that the operator finds interesting in the call with the customer into the memo input field 56 as a memo.

[0137] When the main control unit 3 sends a prompt to the text analysis unit 5 instructing the text analysis unit 5 to perform item extraction processing for the speech recognition result, the main control unit 3 adds the memo entered in the memo input field 56 to the prompt together with the text of the speech recognition result and sends them to the text analysis unit 5. The text analysis unit 5 uses the generation AI to perform item extraction processing based on the speech recognition result and the memo.

[0138] In this way, this modification allows the operator to take notes of things that caught their attention during a call before they forget them.The contents of the notes are then reflected in the item extraction results, which increases the accuracy of the item extraction process and improves the quality of the customer interaction records registered based on the item extraction results.

[0139] (Sixth Modification) Next, a sixth modified example will be described. Note that points not particularly mentioned here are the same as those in the above-described embodiment. Fig. 17 is an explanatory diagram showing a call screen 51 displayed on an operator terminal 8 according to the sixth modified example. Fig. 18 is a sequence diagram showing the procedure of processing performed in an operator support system according to the sixth modified example.

[0140] In this variation, past cases similar to the current inquiry are searched for during the call and those cases are presented to the operator, which allows for smoother handling of the customer's inquiry over the phone and increases customer satisfaction.

[0141] In this modified example, a call screen 51 shown in Fig. 17 is displayed on the operator terminal 8. The call screen 51 has a similar case display field 57. The similar case display field 57 displays information about past cases similar to the content of the current customer inquiry (for example, a summary of the inquiry).

[0142] The similar case search is performed by the text analysis unit 5 using a generation AI. The text analysis unit 5 obtains information about past cases from the management unit 6 and searches for cases similar to the current inquiry. At this time, the relevance of the past cases to the current inquiry is obtained, and cases with high relevance are presented to the operator. In the example shown in FIG. 17, three cases with high relevance are selected, and information about the three cases is displayed in the similar case display field 57.

[0143] The call screen 51 also has a hold button 58. The operator operates the hold button 58 when he or she cannot immediately respond to a customer inquiry. When the operator operates the hold button 58, the call between the customer and the operator is put on hold, and at the same time, the text analysis unit 5 performs a similar case search based on the speech recognition results up to that point, and the similar cases are displayed in the similar case display field 57. A dedicated operation button for instructing the execution of the similar case search may also be provided. Furthermore, the text analysis unit 5 may periodically (for example, every 30 seconds) perform a similar case search based on the speech recognition results up to that point during the call, and the similar cases displayed in the similar case display field 57 may be periodically updated.

[0144] Specifically, as shown in FIG. 18 , when the operator operates the hold button 58 on the call screen 51, the GUI control unit 7 sends a hold instruction and a similar case search instruction to the main control unit 3. Next, the main control unit 3 sends the hold instruction to the call unit 1, and the call unit 1 transitions to a hold state. The main control unit 3 also sends a similar case search instruction (prompt) to the text analysis unit 5. Next, the text analysis unit 5 executes a similar case search process using the generation AI and sends information on similar cases as the search results to the main control unit 3. At this time, the text analysis unit 5 requests the management unit 6 to provide information on past cases, acquires information on past cases from the management unit 6, and searches for cases similar to the content of the current inquiry from among those cases. Next, the main control unit 3 sends information on similar cases as the search results to the GUI control unit 7. Next, the GUI control unit 7 displays the information on the similar cases in the similar case display field 57 on the call screen 51. Once the operator has confirmed the similar case, he or she can press the hold button 58 again to release the hold state and resume the call with the customer, and can then respond to the inquiry, for example, by explaining measures to resolve the problem.

[0145] (Seventh Modification) Next, a seventh modified example will be described. Note that points not particularly mentioned here are the same as those in the above embodiment. Fig. 19 is an explanatory diagram showing a confirmation screen 61 displayed on an operator terminal 8 according to the seventh modified example. Fig. 20 is a sequence diagram showing the procedure of processing performed in an operator support system according to the seventh modified example.

[0146] In this modification, the text analysis unit 5 uses a generation AI to perform a proofreading process on the speech recognition result output from the speech recognition unit 4.

[0147] In this modification, a confirmation screen 61 shown in Fig. 19 is displayed on the operator terminal 8. The confirmation screen 61 is provided with a proofreading button 64. By operating the proofreading button 64, the operator can cause the text analysis unit 5 to proofread the speech recognition result.

[0148] Specifically, as shown in FIG. 20, when the operator operates the proofreading button 64 on the confirmation screen 61, the GUI control unit 7 sends a proofreading instruction to the main control unit 3. Next, the main control unit 3 sends a proofreading instruction (prompt) to the text analysis unit 5. Next, the text analysis unit 5 executes proofreading processing using AI and sends the proofreading results to the main control unit 3. Next, the main control unit 3 sends the proofreading results to the GUI control unit 7. Next, the GUI control unit 7 updates the display content of the speech recognition result display unit 62 on the confirmation screen 61 to the proofreading results (proofreaded speech recognition results). When the operator checks the proofreading results and operates the item extraction button 63, the text analysis unit 5 executes item extraction processing based on the proofreaded speech recognition results.

[0149] In this modified example, the voice recognition results are proofread by the generation AI before the item extraction process is performed, thereby improving the accuracy of the item extraction process and improving the quality of the customer interaction records registered based on the item extraction results.

[0150] Furthermore, in this modification, the operator can specify the target range of the proofreading to be performed by the text analysis unit 5. Specifically, the operator can specify the target range of the proofreading process for the speech recognition result displayed in the speech recognition result display area 62 of the confirmation screen 61 shown in Fig. 19 by performing an operation similar to the operation for specifying the target range for the item extraction process (see Figs. 7 and 8). The text analysis unit 5 performs proofreading on the speech recognition result included in the specified target range.

[0151] In this modified example, when the operator performs an operation to instruct proofreading on the operator terminal 8, proofreading is performed in the text analysis unit 5, and the proofreading result (the proofread speech recognition result) is temporarily displayed on the operator terminal 8. When the operator performs an operation to instruct item extraction, item extraction is performed in the text analysis unit 5. On the other hand, when the operator performs an operation to instruct proofreading and item extraction on the operator terminal 8, proofreading and item extraction may be performed consecutively in the text analysis unit 5.

[0152] As described above, the embodiments have been described as examples of the technology disclosed in this application. However, the technology in this disclosure is not limited to these, and can be applied to embodiments in which modifications, substitutions, additions, omissions, etc. are made. Furthermore, it is also possible to combine the components described in the above embodiments to create new embodiments. [Industrial Applicability]

[0153] The operator support system, operator support device, and operator support method according to the present invention have the effect of supporting an operator who creates customer interaction records, thereby reducing the operator's workload and improving the quality of the customer interaction records, and are useful as an operator support system, operator support device, and operator support method that support the work of an operator who creates customer interaction records based on the details of inquiries made by customers over the phone. [Explanation of symbols]

[0154] 1: Call section 2: Audio interception unit 3: Main control unit (operator support device) 4: Voice recognition section 5: Text analysis section 6: Management Department 7: GUI control section 8: Operator terminal 9: Telephone 11: Display device 12: Input device 13: Microphone 14: Speaker 23: Processor 33: Processor 51: Call screen 53: Voice recognition result display unit 54:Edit button 55: Separator 56: Memo input field 57: Similar case display field 58: Hold button 59: Inquiry content display field 61:Confirmation screen 62: Voice recognition result display unit 63: Item extraction button 64: Calibration button 71: Registration screen 72, 73, 74: Input fields 75:Registration button 76: Tab 81: Call screen 83: Start button 84: End button 85: Item extraction button

Claims

1. An operator support system in which one or more processors execute a process for supporting an operator's work of creating a customer interaction record, The processor: instructing a speech recognition unit to execute a speech recognition process for converting speech of the customer and the operator into text by speech recognition in a predetermined time unit, and acquiring a speech recognition result for the predetermined time unit; instructing a text analysis unit to execute an item extraction process to extract a draft of registration information for each item of the customer interaction record based on the speech recognition results included in the target range in response to an operation by an operator to specify a target range for the speech recognition results, thereby obtaining the item extraction results; displaying a screen on an operator terminal to present the item extraction results to an operator; An operator support system characterized in that, in response to an operation by an operator who has confirmed the item extraction results displayed on the screen, the system instructs a management section to register the item extraction results as the customer interaction record.

2. The processor: The operator support system of claim 1, characterized in that when a single customer interaction includes multiple topics, the text analysis unit is instructed to perform the item extraction process for each of the multiple topics in response to an operator's operation to separately select a range related to each of the multiple topics, and the item extraction results for each of the multiple topics are obtained.

3. The processor: displaying a screen on the operator terminal to present the speech recognition result to an operator; 2. The operator support system according to claim 1, wherein, in response to an operator's operation of specifying the target range for the speech recognition result displayed on the screen, the operator instructs the text analysis unit to execute the item extraction process based on the speech recognition result included in the target range, thereby obtaining the item extraction result.

4. The processor: The operator support system according to claim 1, characterized in that, in response to an operator's operation to specify the start and end points of the target range while serving a customer, the text analysis unit is instructed to execute the item extraction process based on the speech recognition result for speech included in the target range, and the item extraction result is obtained.

5. The processor: Instructs the call section to provide a guide to have the customer explain the outline of the inquiry before the operator responds, and acquires the voice of the inquiry spoken by the customer, instructing the speech recognition unit to perform the speech recognition process on the speech of the inquiry content, and acquiring text of the inquiry content as the speech recognition result; instructing the text analysis unit to analyze the text of the query to obtain tag information and a summary of the query; Selecting an operator who matches the inquiry content based on the tag information; instructing the call unit to connect the customer's call to the selected operator; 2. The operator support system according to claim 1, wherein a screen for presenting the summary to the operator is displayed on the operator terminal.

6. An operator support system in which one or more processors execute a process to support the work of an operator who creates customer interaction records, The processor: Instruct the speech recognition unit to execute a speech recognition process that converts the speech of the customer and the operator into text by speech recognition, and obtain the speech recognition results. instructing a text analysis unit to execute an item extraction process to extract a draft of registration information for each item of the customer interaction record based on the speech recognition results included in the target range in response to an operation by an operator to specify a target range for the speech recognition results, thereby obtaining the item extraction results; displaying a screen on an operator terminal to present the item extraction results to an operator; instructing a management unit to register the item extraction result as the customer interaction record in response to an operation by an operator who has confirmed the item extraction result displayed on the screen; Furthermore, During the call, a screen for presenting the speech recognition result to an operator is displayed on the operator terminal; acquiring a corrected speech recognition result in response to a user's operation to correct the speech recognition result displayed on the screen; instructing the text analysis unit to execute the item extraction process based on the corrected speech recognition result, and obtaining the item extraction result; In addition, when a screen that presents the voice recognition result to an operator is switched to the edit mode in response to a user operation to instruct the operator to switch to the edit mode, the operator support system accepts a user operation to correct the voice recognition result and temporarily stops reflecting the voice recognition result on the screen.

7. An operator support system in which one or more processors execute a process to support the work of an operator who creates customer interaction records, The processor: Instruct the speech recognition unit to execute a speech recognition process that converts the speech of the customer and the operator into text by speech recognition, and obtain the speech recognition results. instructing a text analysis unit to execute an item extraction process to extract a draft of registration information for each item of the customer interaction record based on the speech recognition results included in the target range in response to an operation by an operator to specify a target range for the speech recognition results, thereby obtaining the item extraction results; displaying a screen on an operator terminal to present the item extraction results to an operator; instructing a management unit to register the item extraction result as the customer interaction record in response to an operation by an operator who has confirmed the item extraction result displayed on the screen; Furthermore, displaying a screen on the operator terminal for the operator to input notes during the call, and acquiring the notes input by the operator; An operator support system characterized by instructing the text analysis unit to execute the item extraction process based on the speech recognition result and the memo, and obtaining the item extraction result that reflects the content of the memo.

8. An operator support system in which one or more processors execute a process to support the work of an operator who creates customer interaction records, The processor: Instruct the speech recognition unit to execute a speech recognition process that converts the speech of the customer and the operator into text by speech recognition, and obtain the speech recognition results. instructing a text analysis unit to execute an item extraction process to extract a draft of registration information for each item of the customer interaction record based on the speech recognition results included in the target range in response to an operation by an operator to specify a target range for the speech recognition results, thereby obtaining the item extraction results; displaying a screen on an operator terminal to present the item extraction results to an operator; instructing a management unit to register the item extraction result as the customer interaction record in response to an operation by an operator who has confirmed the item extraction result displayed on the screen; Furthermore, Instructing the text analysis unit to execute a similar case search process to search for past cases similar to the content of the customer's current inquiry, and obtaining information on similar cases as a search result; An operator support system characterized in that the information on the similar cases is displayed on the operator terminal.

9. An operator support system in which one or more processors execute a process to support the work of an operator who creates customer interaction records, The processor: Instruct the speech recognition unit to execute a speech recognition process that converts the speech of the customer and the operator into text by speech recognition, and obtain the speech recognition results. instructing a text analysis unit to execute an item extraction process to extract a draft of registration information for each item of the customer interaction record based on the speech recognition results included in the target range in response to an operation by an operator to specify a target range for the speech recognition results, thereby obtaining the item extraction results; displaying a screen on an operator terminal to present the item extraction results to an operator; instructing a management unit to register the item extraction result as the customer interaction record in response to an operation by an operator who has confirmed the item extraction result displayed on the screen; Furthermore, instructing the text analysis unit to perform a process of proofreading the speech recognition result to obtain a proofread speech recognition result; an operator support system that instructs the text analysis unit to execute the item extraction process on the calibrated speech recognition result, and obtains the item extraction result;

10. An operator support device in which a processor executes a process for supporting an operator's work of creating a customer interaction record, The processor: instructing a speech recognition unit to execute a speech recognition process for converting speech of the customer and the operator into text by speech recognition in a predetermined time unit, and acquiring a speech recognition result for the predetermined time unit; instructing a text analysis unit to execute an item extraction process to extract text corresponding to each item of the customer interaction record based on the speech recognition results included in the target range in response to an operator's operation to specify a target range for the speech recognition results, thereby obtaining the item extraction results; instructing a GUI control unit to display a screen on an operator terminal that presents the item extraction results to an operator; An operator support device characterized in that, in response to an operation by an operator who has confirmed the item extraction results displayed on the screen, the device instructs a management section to register the item extraction results as the customer interaction record.

11. 1. An operator support method for causing one or more processors to execute a process for supporting an operator's work of creating a customer interaction record, comprising: instructing a speech recognition unit to execute a speech recognition process for converting speech of the customer and the operator into text by speech recognition in a predetermined time unit, and acquiring a speech recognition result for the predetermined time unit; instructing a text analysis unit to execute an item extraction process to extract text corresponding to each item of the customer interaction record based on the speech recognition results included in the target range in response to an operator's operation to specify a target range for the speech recognition results, thereby obtaining the item extraction results; displaying a screen on an operator terminal to present the item extraction results to an operator; An operator support method comprising the steps of: instructing a management section to register the item extraction result as the customer interaction record in response to an operation by an operator who has confirmed the item extraction result displayed on the screen.

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